Call Analytics Quick User Guide. Document Date: 09/16/13 Document Version: 1.0d

Transcription

1 Call Analytics Quick User Guide Document Date: 09/16/13 Document Version: 1.0d

2 Call Analytics Quick User Guide Quick Guide Content Running Reports... 3 Logging in... 3 Report Tab... 3 Saved Reports... 3 Custom Reports... 3 Reviewing Reports... 4 Totals, Average, & Single...4 Details...4 Cruncher...4 Account Codes...4 Features...4 Call Legs or Drill down... 5 Initial Setup... 6 Troubleshooting...6

3 Running Reports Masergy Call Analytics is a call accounting application that integrates seamlessly with your Masergy services. Masergy Call Analytics detects outbound and inbound calls, abandoned calls, and other activities, it works on your browser and can view reports and export them to.pdf and.csv files. Report Tab There are many reports available. They are incoming, outgoing, or both. For details on what the report shows, click on the blue to the left of the report name. To run the report, click on the in, out, or both. You can view Reports in table form and many are also available in graphical form. First you need to be assigned in Broadworks the Analytics Group Admin by your administrator. Logging in You must be assigned an administor for Call Analytics, Go to Enter your Analytics Web Portal Credentials and password Saved Reports If you run a particular report regularly, you can save it. While you are looking at a report click the Disk Icon. Custom Reports If you do not see the report you would like, feel free to contact Client Services to see if we can create a custom report for you.

4 Reviewing Reports Insert between Report Tab subsection and Saved Reports subsection: Each report allows you to select a date range. The data collected on any day is Midnight to midnight. (12:00am to about 11:59pm) Or if the date is today, then data collected is from midnight to current time. The information will be reported with newest data first. You can refresh and the newest calls will appear on top. The column heading can be clicked to sort the data. Cruncher These reports are more advanced and have an easy to follow interface to collect information and create a detailed report based on a specific set of criteria. Account Codes The Account Code reports utilize the Broadcore service by the same name. Account Codes allows the users to assign a code to each call for tracking purposes. This can be very useful if you bill clients for calls, such as law offices, architects, etc. View more info on account codes here. Or contact support@masergy.com Features Reports have an initial incoming, outgoing, or both option. Not all reports have all options. Below is an outline of the types of results you can find in the different types of reports. Totals, Average, & Single These reports gives an overall count of all data together. Some reports view the entire group, other reports you can select one, a subset, or the entire group. Details These reports show individual call details these are sometimes known as call records. Some reports view the entire group, other reports you can select one, a subset, or the entire group. There are six options on the reports: Refresh This allows you to update the report adding new calls that have completed. Also if you change date range, or other search criteria this will update the data viewed and graph. Help Help opens a new window of helpful tips and information on how to use Call Analytics. Print Print automatically opens the Print window box where you can choose which printer and settings for the current screenshot. Save This allows you to save a report with settings so you can come back to it easily. See the Saved Reports Tab. Send Report by This allows you to a pdf document with the data included.

5 If you use Add Personal Addresses feature, be sure to: Type in the address. Click Add. Then click the check the box in front of addresses. Then click report. Schedule the Report You can schedule to send s on a daily, weekly, or monthly basis. See above for instructions. Call Legs or Drill down This feature allows you to view all legs of a particular call. This feature is shown by a magnifying glass. For example a client called your auto attendant, and dialed an extension, was transferred to a call center and then to a call center agent. Another common example is a call comes in to a direct dial number and it simultaneously rings on the mobile device. You will see both legs. If you answered one there will be a duration other than zero. The unanswered leg will have a duration of zero. Also, calls that are transferred to voic will show that leg as well. The number showing is the voice portal number.

6 Initial Setup Replace existing Initial setup subsection: To get your login activated for Call Analytics. One time setup: Go to and use your administrator account. Go to your user (group>>profile>>users>>one particular user>>profile>>assign services. Add Analytics Group.Admin service pack from Left to Right and Save. Once this is done, and everytime you d like to access Call Analytics, Go to Use your USER login: phone number. eg: @broadcore.com Not your phonenumber.admin account. Enter your user web portal password. Not your admin password. The first time you login, call Analytics site will prompt you for your address. Enter it now and login. Insert after Saved Reports subsection: Troubleshooting If you have trouble you can contact support@masergy.com or dial 611. The first steps they will take you through are Remove the service pack and add it back. Resetting your user password.